Diarmid, Thanks for your response and I didn't mean that the calls for password resets are not logged at all. They are logged under the category of 'service requests' as it is a request to unlock the account or reset the password. So, the detection is in place. Secondly, I didn't intend to oversimpl...

Json, Incident ownership should remain with the service desk as normally the service desk is fat and in a position to seek answers for the end users. This is what appears from outside. Internally, the complete ownership lies with the support team working on the incident and the service desk is empow...

Hi All, am looking for change management KPIs used in industry. the purpose is purely academic and I am not into change management yet. However, my job requires me to know what industry practices in terms of KPIs. I know a few like the ones below: Reduction of unauthorized changes Reduction in chang...

Thanks everyone for your response. I know my question was long and to some degree sensible ( not sure if its only me who thinks so :) ). I am somewhat responsible to draw the line between the problem management and incident management functions in my organization. I just needed to know if an inciden...

Hi All, We tend to agree sometimes openly and sometimes in muted voice that the problem management is one area which could have been defined even better than what it is now. The problem management domain is not as evolved as Incident management domain. Its easier to define the KPIs of the Incident M...